AC/battery/driver issue with BSOD on new notebook

[Mescla]

Hello, I'm here to ask a solution to my problem.

Details: my pc has just a few weeks of life and this week I started getting fixed BSOD on ac plugin or when I start the pc with it yet plugged in. It just freezes, go to BSOD with 3 different codes randomly choosen, and I can't do nothing more than just wait for the shutdown and put it in charge while switched off.

I wish I could solve this cause I'm getting really annoyed, expecially because it's a 1.3k€ notebook, it shouldn't have these problems. 

For more information about the problem just ask, I'll provide everything in order to solve it.

[MKazi]

@Mescla

Let me take a moment to thank you for posting on the HP Support Forums. 

I understand that you have an HP Pavilion 17-ab204nl Notebook (1AN61EA#ABZ). I read that with the AC adapter plugged in, a BSOD appears on the screen. You have to later shut down the laptop and charge it and then use it on battery power I suppose. I'll do my best to help you with this case.

I would like to know the following information to assist you better:

• What happens when the charger is plugged in midway when the laptop is working on battery power only?
• Does the BSOD come up if you power on the laptop using only the charger without the battery?
• Did any hardware changes take place on the laptop after which this issue started?
• Are you still using the original charger which came with the laptop?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Hold the power button for at least five seconds to turn off the computer.

• Turn on the computer and immediately press the F2 key repeatedly, about once every second.

• The HP PC Hardware Diagnostics (UEFI) main menu is displayed.

• Select Component tests.

• Power - There are two different power tests available, the AC Adapter Test and the Battery Test. AC Adapter - The AC Adapter test provides an interactive test to determine if the AC power adapter is functioning properly. A good battery is required for this test. Before running the AC Adapter Test, HP recommends verifying that your computer can receive power by connecting a known working AC adapter.

• To run the AC adapter test, click Run once. The test takes 2 minutes to run.

  Battery - The Battery Test checks your system to make sure that the battery is functioning properly. It tests the battery and allows you to run calibration if needed. The Battery Check test time is 2 minutes. Battery Calibration time is 2 to 4 hours.

  To run the battery test and for battery information, follow the steps in Battery Test.

NOTE: If the BSOD comes up and does not allow you to reach the test screen then try to power up the laptop using battery only and then try to reach the component test and then plug in the charger. IF BSOD still appears then run the test on the battery only (without the charger being plugged in).

I sincerely hope this fixes the issue. Keep me posted. Cheers!

[Mescla]

Hello, I'm going to answer your questions.

• if I plug in midway it does just nothing;
• yes, it does;
• no changes, all original and nothing connected to it;
• yes, everything is original.

Tests results are 100% pass on both, so the problem actually should be based on a driver cause.

Tryed to follow some generic procedure as disabling the two charge controllers and it works, wish You can tell me how to fix it cause with controllers off I get nvidia experience problems and battery percentage disappear.

[sandytechy20]

@Mescla

Thanks for the reply.

I appreciate your time and effort.

I understand the situation well.

Restore windows to a previous point when it was working.

Then install windows updates.

If none of the above steps works, run the system recovery.

Click here and follow step 4,7 and 8 from the document.

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

Let me know how it goes.

Cheers.

[Mescla]

Thanks for the try but I have yet tryed restore the pc with a full reinstall, downloading even the installer from microsoft support directly.

I have noticed actually that I missed a condition in wich it happens: it seems to happen only if battery charge is more than a certain percentage around 25/30% or more, not at lower and it started doing it randomly, not each time.

I know this doesn't help cause I can't provide details, but I'm actually sure that this problem is related to battery controllers (ACPI Microsoft compatible battery and AC Microsoft card) drivers.

[sandytechy20]

@Mescla

Thanks for the reply.

Please update the drivers for battery from HP site.

Click here and type your notebook model number to download the driver.

If that does not work, perform system recovery as mentioned in the above link.

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

Let me know how you make out.

Cheers!